Resolution 250059

..Title Authorizing the Committee on Technology and Information Services to hold hearings regarding the operation of the Philadelphia 311 non-emergency hotline and its engagement with City departments ..Body WHEREAS, Philly311 was established in 2008 as a non-emergent information and reporting hotline to address a variety of quality-of-life issues in the City. The service requests can be filed by calling 3-1-1, through the website, or through the mobile app; and WHEREAS, The most common concerns reported to 311 are abandoned vehicles, illegal dumping, missed trash collection, and exterior property maintenance. Thousands of such concerns are reportedly monthly; and WHEREAS, Philly311 is the reporting tool, not the enforcement agency. Once a request is submitted to 311, it is then transmitted to the appropriate department and 311 will update the constituent with any developments; and WHEREAS, The Philly311 system has long been criticized regarding long wait times when calling, unclear and inconsistent responses on common issues, failing to meet service level agreement timelines, and failure to have the issue addressed at all; and WHEREAS, A clear disconnect has emerged between residents and City services with Philly 311 being a crucial piece of the puzzle in addressing the diminished quality-of-life that many residents are facing in their neighborhoods; and WHEREAS, An evaluation of the Philly311 system is the opportunity to enhance the constituent experience and improve efficiency of City response; now, therefore, be it RESOLVED, THE COUNCIL OF THE CITY OF PHILADELPHIA, Authorizes the Committee on Technology and Information Services to hold hearings regarding the operation of the Philadelphia 311 non-emergency hotline and its engagement with City departments. ..End